Business Forum: Good Service Is Good Business

Building contractors and tradespeople
see themselves primarily as
craftspeople — product providers
rather than service providers. But
today's consumers take quality and
craftsmanship for granted. As the
balance of dollars spent in the
construction industry shifts from
new construction to renovation
and repair, consumers increasingly
see the construction industry as a
service industry.
According to a survey published
in Remodeling magazine,
customers dissatisfied with their
contractor were bothered most by
three things: failure to follow
through on promises and make
corrections promptly, failure to
finish the project on time, and
lack of promptness in returning
phone calls. Surprisingly, quality
of work trailed these three service-
related items.
Making your business more customer
oriented pays off. Satisfied
customers generate repeat business
and referrals. Think about all the
different jobs